Salesforce Business Analyst
PeopleNTech, Santa Clara, CA, United States
As a Staff Business Systems Analyst (BSA) supporting the Salesforce and ServiceMax ecosystem, you will act as a key liaison between business stakeholders, product owners, and technical teams. You'll drive requirements gathering, system configuration, and solution delivery to optimize field service, sales, and support operations. This role requires a consultant mindsetable to translate business needs into scalable Salesforce/ServiceMax solutions, while guiding best practices and ensuring business alignment.
Key Responsibilities
Requirements & Analysis:
Partner with Product Owners, SMEs, and Business Stakeholders to elicit, document, and refine business and technical requirements, ensuring user stories have clear acceptance criteria within an Agile delivery framework.
Agile Delivery Support:
Participate actively in sprint planning, backlog grooming, and prioritization sessions. Raise risks and dependencies with urgency to maintain delivery quality and timeline alignment.
Project & Enhancement Delivery:
Work across a mix of sustainment, enhancement, and project initiatives within a global environment. Manage competing priorities while ensuring timely execution with minimal supervision.
Team Leadership:
Lead offshore and remote teams to ensure clarity of deliverables, adherence to best practices, and on-time task completion.
Testing & Quality Assurance:
Author, review, and execute test scripts for integration, regression, and user acceptance testing. Collaborate with QA teams to ensure full test coverage and promote automation and performance testing initiatives.
Stakeholder Engagement:
Use strong communication, facilitation, and negotiation skills to influence decision-making, manage ambiguity, and build consensus across teams.
Innovation & Continuous Learning:
Conduct proof-of-concepts (POCs), present findings, and evaluate new Salesforce and ServiceMax features. Stay informed on emerging technologies and share best practices across the team.
Configuration Expertise:
Perform hands-on Salesforce and ServiceMax configuration, administration, and release management leveraging deep platform knowledge.
Cross-Functional Collaboration:
Partner with functional leads and system owners to align system capabilities with business objectives across global Field Service and Service Cloud operations.
Data Analysis & Problem Solving:
Investigate data and process issues, design solutions, and ensure accuracy and compliance in system changes.
Flexibility:
Provide occasional off-hours support as needed for critical system updates or global team coordination.
________________________________________
Qualifications
Experience:
o 8+ years of direct Salesforce configuration and administration experience
o 5+ years in a Business Systems Analyst or consultant role within large-scale enterprise environments
o Proven experience implementing and supporting Salesforce Field Service and ServiceMax
o Strong background in Service Cloud, Case Management, and Call Center processes
o Experience in regulated industries (e.g., medical device, healthcare, life sciences) with understanding of HIPAA, FDA, or SOX compliance requirements
o Proficiency with Agile methodologies, change management, and tools such as Jira, Confluence, Quip, Microsoft Teams, and ValGenesis
Technical & Professional Skills:
o Salesforce Administrator and Advanced Administrator Certifications required
o Exceptional analytical, communication, and organizational skills
o Ability to manage multiple priorities and influence business decisions through data-driven insights
o Demonstrated experience leading cross-functional and offshore teams
Education:
o Bachelor's degree in Information Systems, Information Technology, Computer Science, or equivalent practical experience
________________________________________
Preferred Attributes
Strong consulting presenceable to navigate ambiguity, drive alignment, and communicate complex concepts clearly to both business and technical audiences.
Passion for learning and applying new Salesforce capabilities and ServiceMax enhancements.
A collaborative and proactive mindset with the ability to work seamlessly across distributed global teams.
Key Responsibilities
Requirements & Analysis:
Partner with Product Owners, SMEs, and Business Stakeholders to elicit, document, and refine business and technical requirements, ensuring user stories have clear acceptance criteria within an Agile delivery framework.
Agile Delivery Support:
Participate actively in sprint planning, backlog grooming, and prioritization sessions. Raise risks and dependencies with urgency to maintain delivery quality and timeline alignment.
Project & Enhancement Delivery:
Work across a mix of sustainment, enhancement, and project initiatives within a global environment. Manage competing priorities while ensuring timely execution with minimal supervision.
Team Leadership:
Lead offshore and remote teams to ensure clarity of deliverables, adherence to best practices, and on-time task completion.
Testing & Quality Assurance:
Author, review, and execute test scripts for integration, regression, and user acceptance testing. Collaborate with QA teams to ensure full test coverage and promote automation and performance testing initiatives.
Stakeholder Engagement:
Use strong communication, facilitation, and negotiation skills to influence decision-making, manage ambiguity, and build consensus across teams.
Innovation & Continuous Learning:
Conduct proof-of-concepts (POCs), present findings, and evaluate new Salesforce and ServiceMax features. Stay informed on emerging technologies and share best practices across the team.
Configuration Expertise:
Perform hands-on Salesforce and ServiceMax configuration, administration, and release management leveraging deep platform knowledge.
Cross-Functional Collaboration:
Partner with functional leads and system owners to align system capabilities with business objectives across global Field Service and Service Cloud operations.
Data Analysis & Problem Solving:
Investigate data and process issues, design solutions, and ensure accuracy and compliance in system changes.
Flexibility:
Provide occasional off-hours support as needed for critical system updates or global team coordination.
________________________________________
Qualifications
Experience:
o 8+ years of direct Salesforce configuration and administration experience
o 5+ years in a Business Systems Analyst or consultant role within large-scale enterprise environments
o Proven experience implementing and supporting Salesforce Field Service and ServiceMax
o Strong background in Service Cloud, Case Management, and Call Center processes
o Experience in regulated industries (e.g., medical device, healthcare, life sciences) with understanding of HIPAA, FDA, or SOX compliance requirements
o Proficiency with Agile methodologies, change management, and tools such as Jira, Confluence, Quip, Microsoft Teams, and ValGenesis
Technical & Professional Skills:
o Salesforce Administrator and Advanced Administrator Certifications required
o Exceptional analytical, communication, and organizational skills
o Ability to manage multiple priorities and influence business decisions through data-driven insights
o Demonstrated experience leading cross-functional and offshore teams
Education:
o Bachelor's degree in Information Systems, Information Technology, Computer Science, or equivalent practical experience
________________________________________
Preferred Attributes
Strong consulting presenceable to navigate ambiguity, drive alignment, and communicate complex concepts clearly to both business and technical audiences.
Passion for learning and applying new Salesforce capabilities and ServiceMax enhancements.
A collaborative and proactive mindset with the ability to work seamlessly across distributed global teams.